Family Services Specialist I/II

Oklahoma Human Services•Oklahoma City, OK

1d•$37,440 - $40,248•Hybrid

About The Position

The Family Services Specialist I/II is a customer service eligibility specialist serving clients of Adult and Family Services. The position provides first-contact resolution for clients who conduct business through the virtual eligibility center or online platforms. Customer contact is handled primarily through incoming and outgoing phone calls. The role is designed for telework/work from home, subject to Agency Director approval and satisfactory performance evaluation. The employee must complete mandatory in-office training, including JumpSTARt Training at a regional training facility; travel and lodging for that training are paid. The employee will train in an office setting in person for the first 120 days before potentially working from home full-time. Travel is occasional. The position is located in Oklahoma City, Oklahoma. Annual salary is $37,440 for Level I or $40,248 for Level II, plus full state employee benefits.

Requirements

Level I: Two years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; or an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience.
Level II: A bachelor's degree; or an associate's degree plus two years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; or an equivalent combination of education and experience, substituting one year of experience in a professional business, public sector, or social work environment for each year of the bachelor's degree; or two years of experience as a Family Services Specialist.
Must possess a valid driver's license and maintain required car insurance.
Must attend mandatory in-office training, including JumpSTARt Training at a regional training facility.
Must be evaluated on performance before working from home full-time; telework positions require Agency Director approval.

Nice To Haves

Preference may be given to applicants with previous call center experience.

Responsibilities

Interview clients.
Process electronic applications and renewals for SNAP, Child Care, and Medical programs.
Interpret and apply policy and procedures.
Provide clear documentation of casework.
Independently perform complex tasks.
Provide first-contact resolution for clients using the virtual eligibility center or online platforms.
Handle customer contact primarily through incoming and outgoing phone calls.